December 2-3, 2025 l Free CX Network Webinar Series
Day Two
10:00 am - 10:30 am
EST
How AI is enabling the hyperpersonalized CX of the future
Seshendra Balla -
Senior Manager, Data & Machine Learning,
Comcast
Broadband and cable providers serve millions of customers with diverse needs (and technical setups). Meeting those expectations consistently and efficiently is no small feat — and it’s here that AI is transforming how the industry delivers and supports its services.
In this session, Seshendra Balla, Senior Manager, Data and Machine Learning at Comcast will share his experiences using large language models (LLMs), retrieval-augmented generation (RAG), and predictive analytics to create hyperpersonalized CX at scale. In this session, we will discuss how AI can achieve fewer IVR calls, faster resolution times and more relevant customer interactions with onboarding chatbots that recognize devices and can guide users through setup and a customer scoring models that help service agents anticipate customer needs and identify tailored offers.
Attendees will learn:
- How to identify and prioritize high-impact AI use cases that solve real CX challenges.
- What it takes to operationalize personalization at scale using LLMs and customer data.
- How predictive scoring and AI-driven insights can empower human agents to deliver more relevant, empathetic service.
10:30 am - 11:00 am
EST
The human + AI CX blueprint: How real teams are building always-on CX
Deren Rehr-Davis -
SVP, Sales,
JustCall
Customer expectations have outpaced human availability. Teams are dealing with rising call volumes, unpredictable demand, and shrinking response windows, yet the frontline still needs to deliver consistent, high-quality experiences across every interaction. AI isn’t replacing those teams; it’s becoming the infrastructure that supports them.
This session breaks down a practical blueprint for how growth-focused businesses are combining human judgment with AI voice capabilities to stay responsive 24/7, without adding headcount or sacrificing empathy. We’ll look at how real teams are operationalizing Human + AI collaboration to answer more calls, reduce manual load, and deliver consistent conversations at scale.
Attendees will learn:
- How leading teams are pairing human expertise with AI voice capabilities to meet rising demand without compromising quality.
- Practical frameworks for designing human + AI workflows that reduce manual effort and maintain empathy even at scale.
- What an “always-on” CX model looks like in real operations, from routing and triage to conversation consistency and compliance.
Sponsored by: JustCall
11:00 am - 11:30 am
EST
Redefining CX: One experience at a time
Nick Farinha -
Head of Solution Design,
Gamma
Owen Davies - CX Specialist, Gamma
As customer expectations shift and AI reshapes the service landscape, CX leaders are under pressure to deliver meaningful improvements quickly; often while managing legacy systems, operational constraints and rising contact volumes. This session cuts through the noise to focus on what’s actually happening inside organizations right now: the real challenges they’re facing, the problems being solved today, and the approaches that are genuinely delivering impact.
Through practical examples and insight from Gamma’s solution experts, we’ll explore where CX automation and AI are working well, where organizations are getting stuck, and how leaders can build momentum one experience at a time.
Attendees will learn:
- The real-world CX challenges organizations are grappling with today
- Practical successes in AI and automation
- Stories and examples from frontline experience and customer engagement
- How to build sustainable momentum, one experience at a time
Sponsored by: Gamma
11:30 am - 12:00 pm
EST
What does AI mean for the future of risk detection and management?
Manav Kapoor -
Sr. Product Manager - Technical | WW Selling Partner Trust and Store Integrity,
Amazon
AI is fundamentally transforming how organizations detect risk and prevent fraud at scale. In high-stakes digital ecosystems - where customers include buyers, sellers, partners, and the platform itself - balancing security, precision, and fairness in automated decisions has become one of the defining CX challenges of this decade.
In this session, we'll be joined by Manav Kapoor, Senior Technical Product Lead for Selling Partner Trust & Store Integrity at Amazon, as he explores how trust and integrity are being rebuilt through advanced AI and machine learning, from fraud detection and identity verification to dispute resolution and enforcement. Manav will share how leading organizations are evolving from predictive ML models to generative, agentic systems that can explain, justify, and adapt their decisions in real time. This shift doesn't just improve accuracy, it humanizes the experience for legitimate users while proactively identifying and neutralizing threats from bad actors.
Attendees will learn:
- How AI-driven Risk management systems are reshaping customer experience in complex digital ecosystems—and what that means for fairness, transparency, and responsible AI.
- The evolution from static ML models to agentic AI that can interpret context, explain decisions, and take autonomous action with human-in-the-loop governance.
- How to architect dispute resolution and enforcement processes that protect customers, businesses, and brand integrity without compromising trust or creating friction.
- Best practices for A/B testing risk prevention mechanisms to continuously optimize detection effectiveness while preserving seamless experiences for legitimate users.
Manav Kapoor
Sr. Product Manager - Technical | WW Selling Partner Trust and Store IntegrityAmazon
